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Showing 'July 2023: Facing a rise in customer aggression'.
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Facing
Customer
Aggression
CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.

 
 

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Super-
Charging
Safety

CSG April 2025 event - Catherine Itman, Safety Specialist, Safety and Property Risk team, Industry Super Property Trust (ISPT)


Super-charging safety

Presented by: Catherine Itman, Safety Specialist, Safety and Property Risk team, Industry Super Property Trust (ISPT)
Topic: Super-charging safety


How: CSG Hybrid Lunchtime Presentation -via zoom or in person

Date: Tuesday 8 April 2025, noon
Non-Members welcome to attend

Super-charging safety
Business imperatives and safety outcomes are not always compatible, but Catherine Itman will be offering a good-news story to Central Safety Group at the April lunchtime presentation.
As a safety specialist in the Safety and Property Risk team at Industry Super Property Trust (ISPT), Catherine will talk about how ISPT maintains a ‘do no harm’ investment and operating philosophy, with HSE principles integrated into all business activity.
Catherine will describe how the Safety and Property Risk team embraces opportunities to strengthen safety leadership across business functions, within a fast-paced business environment. By leading data-informed decision-making, understanding and translating business drivers into safety outcomes, and supporting change as early adopters, the team has established itself as a critical business function with respected and sought-after expertise.
Established in 1994 by some of Australia’s leading superannuation funds, ISPT has grown a national property portfolio worth over $20 billion. Catherine will explain their ‘active client’ business model, where the ISPT Safety and Property Risk team works closely with internal stakeholders and external partners to set standards and influence safety performance.

About the Speaker:

Catherine Itman has 15 years' experience in aged care and disability services and 20 years in the tertiary sector across scientific support services, research and academia.
Since November 2022, she has been working as a safety specialist with Industry Super Property Trust (ISPT). Drawing on her training as a scientist and years of teaching, she champions data-informed decisions and continual improvement.
Recognising the importance of personal growth and sharing expertise, Catherine has served on the AIHS Victorian Branch Committee as well as the Board of Governance of a community services organisation. She is currently a Community Representative with a medical college.
Catherine holds degrees from both the University of Melbourne & Monash University.

Date: Tuesday 8 April 2025
Time: 12:00pm to 1:00pm
Where: Regus Yarra Room, 50th floor, 120 Collins Street, Melbourne. Our thanks to Helen O'Keefe for providing the venue.
How: In person or online via Zoom - the link will be sent out on the afternoon of the Monday preceding the event
N.B. A video recording of the session will be available on the website exclusively for financial members.
Cost: Financial members* free. Others $15
RSVP: COB Monday 7 April 2025. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Monday 7 April.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252
The Zoom event link will be emailed on the afternoon of Monday 7 April 2025.

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